Ignition Casino - Player’s account has been blocked.

I have been battling for my ignition account they closed my account nearly a year ago i gave them my ID and no results its very frustrated they really didn't tell the real reason they closed my account but still haven't giving up i got $719.19 the last time i looked my account.

Dear Jamesbond1977,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I had this account since 2007 and yes i completed the verification many times in the past i play no limit holdem most on there just straight poker no slots and my winnings have accumulated with and with bonuses. I can even show you the times the have denied of my account just very bad costumer service all the way.

This is what they told me months and its the same answer. Hi J*****,

 

Thanks for contacting Ignition Casino Customer Service.

 

We hope this email finds you well

 

We're sorry but at this time we would not be able to re enable the account as it's currently under review. You will be contacted via email with further details and/or instructions once the investigation into your account has concluded. Please wait until an update is received as no details will be available prior to the completion of our review.

 

If you have any more questions don't hesitate to contact us  

We're available to help 24/7 if you need anything else.

 

Thanks,

 

Ignition Casino Customer Service 

service@ignitioncasino.eu. Now that was october now this was in december recently>>> Hi J*****,

 

Thanks for contacting Ignition Casino Customer Service.

We hope this email finds you well!

We understand your desire to return to be part of our site and we appreciate that you were able to verify your account. 

We inform you that after a review by our department in charge, we have come to the decision to terminate our business relationship and because of this your account will not be able to be re-enabled and you will not be able to create a new account.

 

This decision was made after careful consideration of all the facts and we judge this decision to be final.

We wish you the best of luck in your future endeavors.

 

We're available to help 24/7 if you need anything else.

 

Thanks,

 

Ignition Casino Customer Service 

service@ignitioncasino.eu. Like i said bad customer service very frustrating.

Thank you very much, Jamesbond1977, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Ignition Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

Oh thank you atleast there is hope that's all i can bank on now.

Hi Jamesbond1977,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

 

I'd like to ask Ignition Casino to join this conversation and share more information regarding the case. Can you please provide any reasons of why the player's account has been blocked?

Looking forward to hearing from you!

Best regards,

Tomas

First it was this suspicious activity that they found and i have done not thing suspiciously ever the it was the ID thing and they still wouldn't enabled my account i kept fighting for my account for months now and still no resolve to this day. Here's example of their bad customer service and this was nearly a year ago>>>>>> HI Joseph, Your account has been temporarily disabled after we found suspicious activity in your account. Your account is currently under investigation. In order for us to continue with our investigation, we require that you attach and e-mail a piece of signed photo identification. If your listed address is different than the address on your identification, we ask that you please include a utility bill no older than three (3) months old, showing your name and full address. Please allow approximately 24-48 hours for us to process your documentation. Once your documentation has been verified, an e-mail notification will be sent to you with further instructions. Please scan and email the documentation to email provided below. Regards, Ignition Casino Poker Security verification@ignitioncasino.eu 1-888-504-7492

This is almost a repeat of what the said>>>> Hi Joseph,

We are contacting you regarding an ongoing investigation concerning your account. Your account was disabled on and had requested contact in order to address this matter. Since we have not received contact from you, we will resolve this matter; your account will remain permanently disabled and any remaining balance in your account will be considered void. In order to address this matter, we ask that you contact us within 7 days from the date of this email. We thank you for your immediate attention concerning the status of your account. Please contact us by phone at 1-888-504-7492.

Regards,

Ignition Casino Poker Security

service@ignitioncasino.eu

1-888-504-7492

I thought they didn't have a phone service that really surprised me...

Im talking to them now and it getting nowhere look at this 18:37:07Joseph Scott Jr

You've joined the chat.

18:50:46Jeisy M.

joined the chat.

18:50:46Jeisy M.

Thanks for contacting us. My name is Jeisy M.. Sorry about the wait. How are you today? Tell me how I can help.

18:50:49Joseph Scott Jr

Why is my account disabled for soo long??

18:51:29Joseph Scott Jr18:51:52Jeisy M.

Hello Joseph, I''m sorry to know that your account is disable, I will check the information for you.

18:52:08Jeisy M.

In order to help you better and verifies your account, could you provide me your date of birth and 4-digit pin code on file?

18:52:40Joseph Scott Jr

11/6/77 pin number 1977

18:53:05Jeisy M.

Thank you so much for verifying your account, could you provide me a few minutes in order to check your account? I would appreciate it.18:53:17Joseph Scott Jr

Now why is it disabled??

18:57:22Jeisy M.

I appreciate your time, Joseph.

18:58:17Joseph Scott Jr

What's the problem??

18:59:57Jeisy M.

I was checking the information, and I can see that your account was under investigation, and after that, the decision was made to terminate our business relationship with you and discontinue services and products offered.

19:00:39Joseph Scott Jr

Why is it disabled????

19:00:47Joseph Scott Jr

What the real reason??

19:02:23Joseph Scott Jr

No answer???

19:04:19Joseph Scott Jr

Hello??

Yes why is my account disabled for soo long?? i need answer

They just stopped chatting..... i mean no response at all that is odd....

Now i get this response look at this 19:00:39Joseph Scott Jr

Why is it disabled????

19:00:47Joseph Scott Jr

What the real reason??

19:02:23Joseph Scott Jr

No answer???

19:04:19Joseph Scott Jr

Hello??

19:08:41Joseph Scott Jr

Come on now

19:12:25Joseph Scott Jr

This is wierd

19:12:35Joseph Scott Jr

No response

19:14:31Jeisy M.

Hello Joseph, my apologies, I was having some technical issues, I was unable to answer that chat.19:15:10Joseph Scott Jr

Now can you answer the question now??

19:16:16Jeisy M.

My apologies for the delay, Joseph, you were advised about the desicion, unfortunately I don't have the details.

19:17:05Joseph Scott Jr

And why not??19:18:58Jeisy M.

This decision was made after careful consideration of all the facts and we judge this decision to be final, unfortunately I don't have teh details about it, Joseph, my apologies.

19:19:23Jeisy M.

Is there anything else I can help you with today?

19:19:35Joseph Scott Jr

I want to know the real reason behind this

19:19:35Joseph Scott Jr

I want to know the real reason behind this

19:22:07Joseph Scott Jr

You guys closed my account for actually nothing

19:22:17Joseph Scott Jr

No real answers

19:22:41Jeisy M.

As I mentioned before, Joseph, you already has been advised of this, and the account will need to remain disabled, this decision to be final.

19:23:53Joseph Scott Jr

I will get the real reason behind this bad decision his is not fair

19:24:02Joseph Scott Jr

Im not giving up

19:24:46Jeisy M.

We are not achieving a mutual understanding and we are on a spot, where I have to transfer this chat. Please stay on the line.

19:24:48Joseph Scott Jr

There is something really going on with this site

19:25:34Joseph Scott Jr

No because i wan my account back with my money still intact

19:25:52Jeisy M.

has ended the chat.

19:25:52Jeisy M.

You'll be connected shortly.

19:25:52Katlen S.

joined the chat.

19:25:53Joseph Scott Jr

Why is my account disabled for soo long??

19:26:11Katlen S.

Thank you very much for patiently waiting.

This is Katlen, the supervisor on duty. How are you today?

19:27:13Joseph Scott Jr

My account has been disabled for no good reason for a year now and im searching for answers

19:28:41Katlen S.

I am so sorry you had to go through this. Let me clarify that this decision has been taken by the security department. The decision is final and I'm afraid that customer service has no power over this. Also, we have no details.

19:29:25Katlen S.

If you want to raise a complain about this decision I recommend you to send an Email to our dispute resolution department here:https://www.ignitioncasino.eu/dispute-resolution

19:29:27Joseph Scott Jr

Why no details i don't get it what's going on here

19:30:28Joseph Scott Jr

Soo now you gave me a link to dispute resolution

19:30:53Katlen S.

Joseph, I understand where you are coming from. After a full review of the activity in your account, the decision was made to terminate our business relationship with you and discontinue services and products offered. This was taken by another department, Customer service has no information in this regards.

19:31:47Joseph Scott Jr

I still don't get what are you people have to have hide??

19:33:09Katlen S.

Joseph, Customer service has no details about your account investigation. I am sorry but we can't help you.

19:33:21Katlen S.

May I assist you with something else?

19:34:06Joseph Scott Jr

That dispute resolution link is not working can you send it to me again

19:34:56Joseph Scott Jr

This is not over by the way

19:35:27Katlen S.

https://www.ignitioncasino.eu/dispute-resolution the email is  disputeresolution@ignitioncasino.eu 19:36:48Joseph Scott Jr

This better be legit

19:38:28Katlen S.

It is.

19:38:45Katlen S.

Send your complaint to them and they wil reply.

19:38:49Katlen S.

Do you still need my help?

19:39:34Joseph Scott Jr

I just sent them an email im not real happy about this at all

19:40:23Katlen S.

I completely get you. I wish we could help you but it is not up to us.

19:41:17Joseph Scott Jr

Oh i will get everything back i am very determined to do so...19:43:19Katlen S.

I know it is quite stressful to hear the same thing over and over again but the reality is that there is no other information available we can provide. Anything else you need from me?19:45:08Joseph Scott Jr

I considered this i minor victory i will back playing some day or sooner

19:46:07Joseph Scott Jr

You gave me the link and that is good for me

19:46:42Katlen S.

Got it! Thanks for choosing us! Just before you go, expect a short survey to follow our chat. Please also feel free to leave any comments you have in the field provided. Your feedback is greatly appreciated. Have a good rest of the day!

19:47:44Joseph Scott Jr

Yeah you too

See all that what i tell you just bad costumer service as usual lol

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Jamesbond1977,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend you to contact the Curacao e-Gaming Authority (https://www.curacao-egaming.com/public-and-players/) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Please let me know how they replied (tomas.k@casino.guru).

I wish I could have been of more help.

Kind regards

Tomas

Dear all,

We’ve reopened this complaint at the request of Jamesbond1977. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Kind regards,

Tomas

Dear Jamesbond1977,

As you have informed us via email, and upon your decision to contact the Curacao e-Gaming Authority, can you please update us once you have filed a complaint?

Thank you.

Kind regards,

Tomas

I didn't have my id number and i will ask ignition's customer service for that info then i will file the complaint to Curacao e-Gaming Authority.

I understand, Jamesbond1977. Please don't forget to inform us once you have done it.

Thank you.

Kind regards,

Tomas

I asked for the ID number they wont access it 22:26:05Luis S.

Joseph thanks for waiting for me while I was checking this for you, I kindly inform you that as you told me before, the account is disable, however this account can not be re-enable, I am sorry to be the person reminding you of this, but your account will remain disabled.

Dear Jamesbond1977,

Could you please try to search for your account's ID in the email that you received after registration to the casino?

Kind regards,

Tomas

Dear Jamesbond1977,

Can you please specify what type of ID you are looking for?

Kind regards,

Tomas

the Curacao e-Gaming Authority asked for Player ID number and don't even have it.

Dear Jamesbond1977,

Could you please try to search for your player account's ID in the email inbox that you should have received after registration to the casino?

Kind regards,

Tomas

Dear Jamesbond1977,

That is good news. Hopefully, you will now be able to file a complaint. Can you please update us once you have done it?

Thank you.

Kind regards,

Tomas

Not yet but i will soon i had to dig deep in my yahoo mail to find my account number.

Dear Jamesbond1977,

I thought you already found your player's ID number. As we cannot help you with it because the casino ignores our attempts to contact them, I can only recommend you search for it in your email inbox.

Please inform us once you have filed a complaint.

Kind regards,

Tomas

Thank you, Jamesbond1977, for informing us. As you have contacted the Licensing Authority, we will now close your complaint as ‘Waiting for decision of regulator’. I’d like to kindly ask you to let us know once you have received a reply from the authority. My e-mail address is tomas.k@casino.guru. Once the decision of the Licensing Authority is known, we will classify the complaint accordingly.

Dear Jamesbond1977,

In this case, as you had already submitted a complaint to the regulatory authority and as it now seems that the regulatory authority has made a decision in favour of the casino (as per your information via email), we have no choice but to close your complaint as we cannot proceed to investigate further.

I am sorry we could not be of more help on this occasion.

Kind regards,

Tomas